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User Review: "My insights start with Gainsight"
https://www.trustradius.com/customer-successGainsightUnspecified8.6318101
Jeff Saunders profile photo
Updated November 27, 2018

User Review: "My insights start with Gainsight"

Score 9 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with Gainsight

Gainsight is used by our organization to help measure customer engagement, proactively mitigate risk within our subscriber base, track renewals, and much more. It's leveraged by our customer success organization for the most part, and our customer 360 data is shared with our sales team.

The data that Gainsight provides us with is bubbled up to our VP of Customer Experience and the data is also shared with our executive team. We take customer success very seriously here and most of the data displayed within Gainsight is shared at all levels of our organization.
  • Creates and manages CTAs for all your CSMs to plan their day/execute on your customer success engagement strategy.
  • Provides you with usage/engagement reporting on all of your customers.
  • Establishing segments within your customer base.
  • Helps power your customer lifecycle stages
  • Integrates well with usage data from external systems like RedShift, etc
  • Tough to pivot if something changes within the application
  • Not easy to implement if you aren't well versed in SFDC administration
Great customer service. Whenever we have run into an issue we have had an extended team at Gainsight available for a call/strategy session. Our CSM, account manager, and technical resources have all been amazing and I couldn't say any more!
Our organization requires customer reporting for all facets of our business. Customer success metrics help the executives understand where there is risk, where we are under pacing on time to value, and where we have risk in our customer base.

We provide the executives the reports directly out of Gainsight to help them understand these metrics, and using the software makes it very easy to get a day/month /quarterly view of the business.
  • Gainsight has helped us maintain our high customer renewal rate.
  • Gainsight has helped in increasing the effectiveness of delivering onboarding for our customers.
  • Gainsight has helped make our CSMs more efficient in their day to day operations, and increase our coverage for QBRs across all our many customers.
We used Totango in the past and Gainsight was attractive with how robust their tool was and how well it integrated with SFDC.
Salesforce - Account / Contact Data
RedShift - Referencing usage data from our database
Zendesk - Support Tickets
TaskFeed - Project Management Milestones / Launch
Periscope - Usage Data from Database
Gainsight is well suited for a more mature customer success/customer experience org looking to take their strategy to the next level. The software integrates seamlessly with SFDC and if your business is tracked using their CRM adding Gainsight is a no-brainer. Gainsight helps map out your customer life cycle and really provides predictive strategies for you to stay ahead of your evolving business.

Gainsight Feature Ratings

Product usage
9
Help desk / support tickets
9
NPS surveys
Not Rated
Sponsor tracking
4
Customer profiles
9
Automated workflow
8
Internal collaboration
8
Customer health scoring
8
Customer segmentation
10
Customer health trends
10
Engagement analytics
9
Revenue forecasting
9
Dashboards
10
Role-based user permissions
8
API
9
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated